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Are you Prepared for the Future of Customer Communications? 7 Critical Questions you Need to Ask

Stephanie Clarke
Posted by Stephanie Clarke Director of Content Marketing Wednesday, April 3, 2019 - 06:26

Stephanie Clarke is the Director of Content Marketing at Quadient, responsible for developing and executing Quadient’s global content strategy. Stephanie has more than 14 years of experience in the software, technology and manufacturing industries. She has a proven track record for designing and implementing winning and profitable B2B marketing strategies for global technology brands. Stephanie holds a B.A. from Wilfred Laurier University. She is very active on LinkedIn and Twitter – please connect with her by clicking the icons above.

Customer Experience Update
Future of Customer Communications

Now that you've read our new eBook "Top 12 Customer Communications Trends to Watch in 2019 and Beyond", what things should your organization consider to adequately prepare for what's to come? 


As you learned from the eBook, there are a number of things you must consider today in order to ensure your organization will be ready (and able) to communicate effectively with your customers five years from now.  


Today, your organization is working hard to coordinate your communication designs, collaborate effectively, and deliver your message confidently through multiple channels. Organizations that are successful in their communications strategy usually have one thing in common: they have a unifying approach. 


A unified communications platform makes it possible for every team to improve the way they communicate with their customers; no matter where they are in their customer journey or what department issues the communication. Unified user interfaces facilitate collaboration, integration, and connections that aren’t possible when using disconnected project-based approaches. Think of what you can do when you unify your communication strategy- connecting marketing to IT, operations to sales, and compliance to line of business.  In order to thrive in 2024, businesses will have to approach communication as an interdisciplinary competence. 


Five years from now, the possibilities will expand, and successful communicators will learn their customers’ preferences and act accordingly. Individual consumers have wildly different expectations for communications. Some telecom consumers (especially parents of teenagers) want to see a record of all text messages sent each month. Others are happy with a summary statement. And others prefer a single tweet, SMS or smart watch notification with just the amount and date of a deduction. As you build your business to communicate five, or even ten years down the road, consider how you will manage to communicate with the right frequency, intensity, and style.  


The technology choices you make today should be considered in light of the future of communication from many perspectives. 


As you move forward into 2019 and beyond, some questions to consider include:

  1. Has your organization prioritized customer communications as an integral part of your overall CX strategy?
  2. Are you leveraging a unified communications platform to deliver a channel-agnostic experience? 
  3. How will you facilitate customer dialogue across channels, organizational units, and technological boundaries?
  4. How will your technological and organizational infrastructure facilitate and support bi-directional communications?
  5. How will you link customer communications across the customer journey, and analyze those experiences? 
  6. How will your organization adapt to new regulations as they relate to customer communication
  7. How will you integrate digital and physical communications to foster an emotional connection and deliver an exceptional hybrid CX? 


At Quadient, we believe that communications are at the heart of customer experience. Having good control over customer communications enables businesses to have consistent, relevant, and bi-directional conversations with customers through their channels of choice, which is beneficial to serve them better, or to sell more. To create meaningful interactions that improve the customer experience, it is important to fully understand the customer, as well as the context in which the conversation takes place.


We’re here to help – in 2019, and beyond.


Contact us for more information on how we can help you prepare for the future today. 

Top 12 Customer Communications Trends to Watch in 2019 and Beyond